General Pause Questions
When will services reopen?
Our reopening has been delayed. We will be staggering how our services reopen to ensure our systems are working well.We expect all our services to reopen as per normal in October, excepting consults which will reopen by Monday 12 September.
We have methods to continuing providing all member benefits throughout this period. If you are unsure how to access a service, please contact us using our Enquiry form and we’ll be happy to help.
My membership expired during your member services pause. What now?
When we reopen in October you can log into our new portal and renew your membership. Your renewal will backdate to the original expiry date and you will experience no disruption in membership benefits.
Why did Renew need to pause some services for 2 months?
Renew needed to migrate our membership data to a new Customer Relationship Management (CRM) system. As a small not-for-profit with limited resources, this project took us some time to complete. During this transition we did not have access to your information to make changes.
Late last year Renew conducted an extensive research project across our membership. A key finding was that our online services need improvement; members want to easily view past magazine issues, update their membership options, and make payments online. We have been busy designing ways to do this better, and the last few months saw some of those improvements put into action. You can watch a video explanation explaining why this transition is needed below.
Which Services will be paused?
- Renew will be unable to take payments for Consultations and therefore we are not taking new consult bookings
- We will be unable to sign up new members or take payments for renewing memberships
- We will be unable to take donations via Credit card payments on our website
- Access to the membership portal will be disabled
We will be unable to make changes to existing members details ie. Address, phone number, paper or digital delivery preference etc.
I want to purchase a magazine, where can I get one?
All issues of Renew and Sanctuary Magazine are available to purchase from our web shop. The web shop will not be impacted by the Services Pause Period.
New Member Enquiries
How do I sign up for a new Full Membership?
To sign up to a Full Membership with Renew, please fill out our general enquiry form. One of our staff will be in contact with you to help you take out a Full Membership.
How do I sign up for a new Magazine only Membership?
During the pause period, you can take out a Magazine Only Memberships (subscriptions) via our partner retailer, I-subscribe.
If you prefer to take out your magazine only membership with us and are happy to wait until after this service pause, please fill out our general enquiry form. One of our staff will be in contact with you to assist.
I forgot to Renew my membership before the pause period initiated. How do I renew my membership?
We will be in contact to assist those who did not have the opportunity to renew before their memberships were set to renew in July- August. You will not miss out on any regular magazines during this period.
Will I miss out on the next prize draw?
There will be time to renew any memberships prior to the next draw. Next prize draw is Friday, 29 Oct 2021. Renew member prize – Renew
Current Member Enquiries
What happened to the Membership portal?
Unfortunately, the Membership portal is down for maintenance over the pause period. We have received feedback that the Membership portal is clunky, not user friendly and outdated. We look forward to presenting a new portal that will better enable you the opportunity to view our digital offering, better connect with our community and alter your membership details.
I’m a Full Member, how can I view the back catalogue of Renew and Sanctuary Magazine?
Full Members can view back issues of recent Renew and Sanctuary magazines via https://renew.org.au/temporary-library/ Please note that our full range of back issues (plus additional publications and eBooklets) will be available on the completion of the pause period.
Can I still get my 15-minute free advice service if I am a Full member?
Absolutely! If you are a Full Member who is wanting to access our complimentary advice services, please submit a request via our general enquiry form.
How do I update my credit card details?
On the completion of our pause period, you will be able to update your credit card details with us via the Membership portal.
How do I update my postal address, so I don’t miss my next magazine?
To update your postal address, please submit a general enquiry via our form.
When the new system launches, we hope that you will be able to see your change of address via your profile.
My Membership is set to Automatically Renew itself, will this still happen?
Unfortunately, no. As we transition to a new record keeping system, we will not be able to take any membership payments including those that were set to me automatic. After the pause period Members will have access to reset their memberships to Automatically Renew.
Services, Tools and Advice Offered to Members
How do I book a Paid advice consultation with Renew?
You can read more about our paid consultancy services here. Unfortunately, we will not be accepting bookings for consults until our digital systems return in October. To register your interest in booking a consult, please fill out the general enquiry form. One of our friendly staff will be in contact to finalise the booking.
I’ve already paid for an advice consult; how do I book a time for it to happen?
If you have already paid and are enquiring about a consultation that is in progress, please email firstname.lastname@example.org with your enquiry.
My Membership/Donation is due to automatically renew soon; will it occur?
All automatic renewals for donations and memberships will be halted for the duration of the pause period.
We will be reaching out to existing members who are expecting an automatic payment to occur between July and August. For membership renewals, we will be encouraging a renewal prior to the commencement of the pause period. If you were not able to renew your membership during this period, we will reach out to you again.
I’m wanting to donate; how do I do this?
To register your intent on donating to Renew, please fill out the general enquiry form. One of our friendly staff will be in contact with you to discuss options for making donations during this time.
How can I contact Renew?
To contact Renew during this period please email us at email@example.com or call us on (03) 9639 1500.
Our phone hours are between Tuesday-Thursday, 10am-4pm. If you have a specific request, please fill out our enquiry form.
How do I get in contact with a specific member of staff?
To contact a specific staff member, please email us at firstname.lastname@example.org or call us on (03) 9639 1500.
Our office phone hours are between Tuesday-Thursday, 10am-4pm.